Job Details of Customer Experience Specialist - Diabetes

Full job description

Job Title:Customer Experience Specialist - Diabetes

• Location: Doha/Qatar
• Full time - Permanent role

About the job

Best in class customer Satisfaction , drive Sales Performance in each Area/POD, assure Compliance , management and resources allocation, find innovative ways to grow customer satisfaction.

KEY RESULTS / ACCOUNTABILITIES:

• Manage great customer experience.
• Ensure the understanding and execution of the relevant Customer Journey & Experience strategy and tactics of the GBU within the Area/ POD
• Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life's and needs,
• implementation and regular monitoring of the individual customer journey by leveraging the cross functional team work with customer support , COE´s ; HQ

• Main point of contact for product information, brand detailing & messaging through multiple channels / follow up comm with HCPs / conduct physical & virtual RTMs
• Dynamic customer profiling & segmentation, digital habits, preferences and prioritize interactions, coordinate with CSLs to develop impactful customer engagement plan for key prescribers.
• Identify customers and manage sales promotion of assigned products to the target doctors to achieve monthly, quarterly and annual targets in line with company strategy
• Hybrid Rep & OC campaign orchestrator with full empowerment to apply TURING OCCP improving customer engagement
• Develop weekly and monthly visit plans in consultation with the line manager and in compliance with Sanofi internal sales systems and procedures
• Maintain and update product and competition knowledge in order to create a good professional image and build good relationships with trade personnel
• Identifying and establishing new business.
• Details to achieve the success
  • Update all the required information on doctor cards and list
• Communicate regularly with key opinion leaders, get market feedback and report any relevant information to commercial lead in line with company procedures and best practice.
• Support the commercial lead with the knowledge transfer to the new hires in order to familiarize them with product knowledge, medical information, territory coverage and reporting system.
• Implement territory coverage plan (No. of total calls, remote penetration & plan adherence)

Superpower: One CXM as digital, scientist, navigator, WoW & Social Specialist per Area/Squad

Behavioral skills

• Influencing skills: able to influence, impact and guide peers within the POD without having direct reporting lines
• Communication skills: able to articulate and explain the strategy in a simple and clear way to the POD

• Digital & Analytical skills: able to analyze data, feedback into insights for the POD and Community

Mindset & attitude

Role model for the agile way of working and seek for «play to win behavior Team player: Collaborative thinking in the PODs while keeping the POD dynamics in mind, seeks for POD success rather than individual success Growth mindset & learning agility: Open to develop him/herself (receive & give feedback)

About you

Experience:

• 2 - 3 years of experience in the pharma industry
• Experience in Diabetes is preferred.
• Commercial Experience preferred.
• MBA or Post Graduate Studies Preferred

• Education: BSc in Pharmacy or Medicine

  Location: Must be Resident in Doha, Qatar

Languages: Strong communication and presentation skills in English and Arabic

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

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